Deliver-3 - SLA management

Deliver Module-3 is responsible for sending email messages in order to alert administrators to service desk clerks and specialists on the occurrence of certain events.

Deliver-3 is responsible for sendig e-mail messagesto administrators, managers, first level and second level technicians and collaborative teams about :

• new incoming calls
• closing of calls
• calls that are currently with a certain percentage of time in its resolution (until 6 different triggers for each type of call)
• calls that didn´t achieve the SLA
• contracts to be analyzed (SLA, OLA, UC, others)

Deliver-3 can automatically register calls received via e-mails, recognizing their contents.

Main benefits:

• Automation of SLA monitoring through alarm and warning dispatching
• Your service desk center operates in a proactive way
• Speed in problem resolution and ensuring customer service levels as agreed